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# Help Desk Analyst

- **Company:** Choate Hall & Stewart LLP.
- **Location:** Boston, MA, United States
- **Experience:** Starter
- **Salary:** $65,000.0 - $91,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Automation of Marketing, Microsoft Office, Network Connections, Wireless Networks, Office365, Laptops, Data Management
- **Published:** October 10, 2026
- **Apply:** https://jobs.localjobnetwork.com/apply/add/88575544/1

## About the Role

* Demonstrated experience working in a help desk role.
 * Bachelor's degree is preferred.
 * 1-2 years' experience working in a help desk role. Legal help desk experience is preferred.
 * Strong Windows 11, Office O365, and end user applications knowledge.
 * Outstanding verbal and written communication skills, with the ability to interact professionally and courteously with individuals at all levels of the organization.
 * Excellent telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and a positive attitude at all times.
 * Proven ability to work on multiple projects and priorities in a deadline driven environment.
 * Strong analytical, organizational, and problem-solving skills, with a high level of attention to detail and commitment to accuracy.
 * Demonstrated ability to handle confidential information with the highest level of discretion and professionalism.
 * Ability to work both independently and as part of a team.
 * Must have physical ability to lift and move computer and related equipment.

Work Authorization:

 * Applicants must be legally authorized to work in the United States without the need for sponsorship by the Firm (either now or in the future).

## Description

Under the direction of the Associate IT Support Manager, the Help Desk Analyst is responsible for providing Tier 1 support for internal and external clients with superb customer service, technical support, and fulfilling other job duties as assigned.

Job Functions:

 * Provides first level phone and remote support to internal and external customers who are experiencing operational, hardware and/or network connectivity problems with their computers and associated software.
 * Performs initial information gathering, troubleshooting, and resolution; documents findings and collaborates with senior support personnel to resolve escalated issues as requested.
 * Works closely with the Associate IT Support Manager and Director of IT Service Delivery to identify, escalate, and help remediate unusual, recurring, or high-impact incidents.
 * Maintains a working knowledge of all Firmsupported applications, systems, devices, and standard operating procedures.
 * Accurately documents, logs, and tracks incidents, requests, and resolutions in the ITSM platform, including authoring and submitting knowledge base articles for review and approval.
 * Identifies opportunities to improve Help Desk workflows, efficiency, and overall client service experience.
 * Ensures adherence to proper ticket lifecycle management, including prioritization, escalation, communication, and closure.
 * Assists with conference room technology setup, troubleshooting, and ensures all audiovisual equipment is operational.
 * Provides onsite hardware and peripheral support, including workstations, laptops, printers, and mobile devices.
 * Supports new hire onboarding, office moves, and workstation deployments, including device imaging, quality control, and postdeployment validation.
 * Participates in floor support, training initiatives, and special projects as assigned.
 * Provides basic troubleshooting support for employee home office environments, including wireless networking and remote connectivity issues.
 * Provides frontline support for Firm approved AI tools and automation platforms, including basic troubleshooting and user guidance.
 * Assists users with responsible and effective use of AI features in accordance with Firm policies, security standards, and data-handling requirements.
 * Demonstrates strong criticalthinking skills, sound judgment, and effective problemsolving abilities.